Customer Support Associate (8am-5pm, Monday-Friday) - Tucker - 30085
Ricoh Americas Corporation
Customer Service/Call Center
2301 Henderson Rd
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Processes incoming service and supply customer calls as appropriate. Processes customer requests that are received via e-mail, fax, web etc. Participates in continuous improvement/quality initiatives, policies and processes, ensures customer needs and requirements are met or exceeded and cooperates with peers and management to achieve RICOH's corporate goals.
JOB DUTIES AND RESPONSIBILITIES
* Processes incoming customer requests. Trained on All phone queues (with the exception of the platinum supply queue) used for the support of RICOH's aftermarket and inside sales team. * Processes various offline (non phone) requests for aftermarket and inside sales. * Processes return authorization requests as needed. * Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc). * Directs customer calls to appropriate department as needed. * Recognizes and follows up on additional revenue opportunities * Communicates customer service needs to technicians using appropriate channels. * Continuously represents RICOH in a profession, prompt and courteous manner with all customers. * Adheres to company policy relating to attendance and punctuality. Allow for flexible time availability to accommodate work schedule, when necessary. * Responsible for assisting with low level escalation calls. * Provides information to Specialists, Leads and/or Management when situations arise which may require their involvement. * Contacts Specialist, Leads and/or Management concerning critical service requests. * Consistently follows interdepartmental procedures. * Performs other duties as assigned.
QUALIFICATIONS (EDUCATION, EXPERIENCE AND CERTIFICATIONS)
* Requires 6 months of customer service experience, telephony experience is a plus. * Requires high school diploma
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled. Associated topics: assistance, client, deskside, information technology, pc, support specialist, systems administrator, technician, technician iii, technology
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.